sharon griffin

About

An advocate for knowledge management, tools, systems and processes I build strong relationships to gather end-to-end views to capture and improve business process. Collaborate with developers to shape technology solutions that improve customer experience increasing uptake and enabling compliance. Document business requirements then optimise processes via automation, targeted communications and improved configuration of existing platforms. Enabling workflow hand-offs increasing ownership, reducing cycle times and increasing process clarity for all stakeholders. Managed workflow databases (Lotus Notes, SharePoint, SAP and intranet portals) to ensure visibility and understanding of big data. Developed change management plans and user communications. Documented processes and user manuals. Facilitated user training. ► Calm under pressure – accustomed to balancing competing dependencies and priorities. ☎ 0408 114 119 ✉ sharongriffin38@gmail.com

Country

australia

City

melbourne

Industry

information technology and services

Skill

microsoft office, management, microsoft excel, microsoft word, powerpoint, leadership, team management, process improvement, it service management, business process improvement, business analysis, change management, itil, program management, project delivery, project portfolio management, service delivery, stakeholder management, telecommunications, vendor management

Experience

service enagement team leader

telstra

2009-7 - 2014-7 · 5 yrs 1 mo

* Managed bid and in-contract quote and delivery resource engagement process * documented User manuals and internal report creation guides * provisioned user training and communications * developed management summary reporting requirements.

pmo business analyst

telstra

2003-7 - 2009-7 · 6 yrs 1 mo

Managed the Telstra Qantas account roll on/roll off function, Led Occupation Health & Safety (OH&S) and managed core Program Management Office functions

senior program office administrator

telstra

2002-7 - 2003-7 · 1 yr 1 mo

Established the Qantas Desktop Program Office and communications functions

process improvement consultant

telstra enterprise services p/l

2000-10 - 2002-2 · 1 yr 5 mos

* Developed Process Governance Communications Plan * Maintained Process Governance intranet team-page and newsletter * Project Managed Domino.doc (Document Management system) upgrade * Administered ITP (In The Pipeline) - Sales and In-Contract pipeline tracking database.

1st level support | training coordinator

citi

1996-12 - 1998-12 · 2 yrs 1 mo

master data and governance team manager

telstra

2014-4 - 2017-4 · 3 yrs 1 mo

* Established, managed and continuously improved maintenance of master data * facilitating Global Enterprise Services Bid and In-contract quote to bill functions. * Managed > 15 team members * Managed BAU Operational Escalations * Developed a highly intuitive data warehouse for staging materials, connecting relational data and presenting it back to the business via online views complete with Excel extract reporting * Created and maintained the Master Data Intranet site * Managed SharePoint document storage and views * Managed SAP Security Access profiles, provisioning and User Access Re-validation process * Documented user Guides and Work Instructions; set Knowledge Management standards * Drafted and distributed end user communications * Supported ServicesPLUS (SAP) program change management activities and integration with other platforms

contract variations manager

advantra

1999-4 - 2000-9 · 1 yr 6 mos

* Developed User requirements and worked with Lotus Notes Developers to successfully rollout ITP [In The Pipeline] * used to track New Business & Growth Opportunities enabling revenue pipeline reporting and engage proposal development resources * Provided training to primary users including project coordinator in NSW, VIC And ACT * Documented the ITP training manual and ‘Pipeline Press’ newsletters * Provided 1st & 2nd level support for ITP Users * Produced Revenue and resource utilisation reports * Established Internal Audit schedule for Customer Services – Northern Region * Conducted Internal Audits * Implemented and administered Advantra's on-line Thankyou-gram and Peer Awards facilities